Full-time Help Desk Technician

Houston Ballet•Houston, TX

7d•Onsite

About The Position

Houston Ballet, a leading nonprofit arts organization, is seeking a full-time Help Desk Technician. This role is crucial for providing exceptional customer support and technical assistance to staff. The Help Desk Technician will support all approved user devices, software, network connectivity, and will work collaboratively with the Service Desk team. Responsibilities include some server administration and documenting all work performed. This position offers an opportunity to contribute to a dynamic arts organization that is redefining ballet through bold performances, new choreography, and extensive education programs.

Requirements

Experience with Windows 11, Microsoft Office Suite, Microsoft 365, AI, VOIP.
Basic understanding of network connectivity at the desktop level, including wired and wireless Ethernet.
Basic understanding of AD (Active Directory) administration, imaging computers and/or loading the OS (Operating System) on new computers.
Demonstrate an appropriate, methodical approach to troubleshooting problems.
Demonstrate a knowledge or awareness of proper procedures for protecting customer data from loss under a variety of circumstances.
Be able to type and demonstrate personal organizational skills.
Be able to use a ticketing tool or have basic experience with spreadsheets to document work.
Be able to use e-mail and phone communications to clearly, effectively, and professionally communicate both with customers and internally.
Professional in appearance and demeanor.
Demonstrate a positive attitude toward end users and empathy toward the end user's situation.
Possess the ability to work in a team environment but also show the ability to work independently when necessary.
Demonstrate resourcefulness in troubleshooting problems but understanding at the same time when seeking help.
Possess an open-minded attitude toward different types of computer systems (ie., Windows, Apple, Google, etc.).
Must be detail-oriented with the ability to balance the need for detail with the need to get the job done in a reasonable time.
Show the ability to document tickets concisely, providing complete documentation without using too many words.
Good attendance record.
At least 1 year of IT experience required.

Nice To Haves

Minimum 2+ years IT experience preferred.
A+, Network+, Microsoft, or other industry certifications are preferable, but not required.

Responsibilities

Monitor Help Desk tickets and respond to them within Service Level Agreement (SLA).
Install and maintain the organization's computer equipment, printers, phones, and peripherals.
Install and maintain the organization's Software and provide basic IT troubleshooting.
Maintain and Refresh Hardware and Software Inventory.
Provide a weekly desk status report on all work performed and follow all processes to ensure service delivery consistency and customer satisfaction.
Provide assistance to other team members and be flexible on temporary schedule changes and offsite event coverages.
Provide Excellent support for the staff and have a great attitude and work ethic in all customer interactions.
Flexibility to provide occasional coverage for after-hours events, or offsite events coverage.

Benefits

Comprehensive coverage for medical, dental, and vision care.
Plans with low-cost or zero monthly premiums.
Paid life and AD&D insurance.
Versatile spending accounts.
403(b) retirement plan with a 5% annual contribution from Houston Ballet.
3 weeks of paid vacation.
10 paid sick days.
10 paid holidays.
Paid parental leave.
Access to online training and professional growth resources specific to arts management.
Discounted and complimentary tickets to ballet performances and other Houston theater district venues.
Exclusive partnerships with local businesses and eateries.
Access to on-site gym.
Counseling services through employee assistance plan.